Customer Support Analyst – AI/ML Application Support

About the role

Workday is seeking a Customer Support Analyst to provide expert support for its AI/ML platform and autonomous agent workflows. You will work closely with engineering and data‑science teams to resolve incidents, perform root‑cause analysis, and improve system reliability for a global customer base.

Key responsibilities

• Investigate and resolve customer escalations within defined SLAs.
• Analyze system metrics, cloud‑hosted ML pipelines, and LLM orchestration layers.
• Review AI chat logs and execution outputs to identify hallucinations, incorrect answers, or misunderstandings.
• Collaborate with product, engineering, and data‑science teams to feed insights into feature iteration and platform optimization.
• Document incident details, RCA findings, and operational improvements.

Required profile

• Strong analytical mindset with a passion for troubleshooting complex SaaS and AI systems.
• Excellent communication skills and ability to work with cross‑functional teams.
• Customer‑focused attitude and ability to manage high‑visibility issues.

Required skills

• Machine Learning (ML) concepts and cloud‑based ML service pipelines.
• Large Language Model (LLM) orchestration and evaluation.
• Enterprise SaaS platforms (Finance, HR, Payroll, Time Tracking, Planning).

What we offer

• Opportunity to work on cutting‑edge AI/ML technologies within a Fortune 500 environment.
• Collaborative culture rooted in integrity, empathy, and continuous learning.
• Support for professional growth and long‑term career development.